The Influence of Employee Accent on Customer Participation in Services

The increase of immigrant employees in services has made intercultural service encounters a commonplace phenomenon. In these encounters, customers frequently use service employees’ accent to infer their ethnic background, often eliciting cultural stereotypes. However, it is still unknown how accent-...

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Veröffentlicht in:	Journal of service research : JSR 2024-05, Vol.27 (2), p.194-212
Hauptverfasser:	Bourdin, David, Sichtmann, Christina, Davvetas, Vasileios
Format:	Artikel
Sprache:	eng
Schlagworte:	Customer services Employees Stereotypes
Online-Zugang:	Volltext
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